Getting Sick of the "Code Game" and the CM's!!!!!!!!!!!

[*NikkiBell*]

This is America and you have the right to call and ask if you want to. I find CM who complain like that are the ones who really shouldn't be working there to begin with.

 

[mbanks21]

and they wont be working there much longer since all the calls are monitored and recorded.

 

[Iluvjiminy]

This summer we will be making our third thrip to WDW I NEVER received a pin number or code or anything until we returned home last summer. The week we returned there were two codes in the mailbox and I said...it figures this year.........I have received two codes in the mail and one email which I called about and was politely told oops not available during your dates less than a month later I received an email with yet another code and decided what the heck I'll call anyway.............to my surprise the code was available ONLY "if" my TA called and there were still rooms available after she got my email franticly (sp) asking her to please try. Long story short......after two days of back and forth emails Beth from Dreams Unlimited sent me an email telling me the code had been applied she not only got it applied to my reservation but to my DF reservation who will be going with us as well. We saved $220.00 each but that $220.00 will buy alot of dole whips. Finally my patience paid off and to Beth I say thank you so much for dealing with all my questions!!! I am grateful for the code but like many of you wonder how Disney decides who gets the code and when.

 

[LauraAnn630]

I get a code every year since 2004!

maxiesmom - The comment by the CM makes me wonder if Disney is have a bigger problem than usualy with people booking rooms they can't afford without a discount, and then cancelling their resevation when they don't get one. Maybe the CM is worried you will cancel.

I do not think it has anything to do with "affording" rack rate.
Its getting the best price. Like buying a car. Why pay top dollar if you dont have to? Its being a smart consumer. If someone has money to waste they could give it to charity. I want the best possible price on everything all the time. I think its foolish not to try to get the best price.

Disney doesn't care if you cancel. They can rebook. I dont think the CMs really care if anyone cancels.

 

[Alicnwondrln]

Oh, and I forgot to mention this...the whole idea of "hey, were keeping them employed"....not true. That place has a very high turnover and is usually understaffed. They folks in charge do not try to retain employees and drive them off very quickly. Its quite sad,really. Of course, that spawns people on the phone who are newer and don't know what theyre doing, etc etc which doesnt really benefit anyone. I , for one, still have every guest compliment letter I ever recieved

yeah I hear the turn over is crazy ! I have been to disney over 30 times and have gotten one postcard and no other pin that I know of. I figure they know I am going so why give me a discount.
I really wish they had a loyalty program.

 

[nurse.darcy]

When I went this month, there was an offer in the hotel room that if you book room only you could get 20% off a value or mod, 30% off on a deluxe and 40% off on a villa. The only stipulation was you had to book it before checkout. Which I did.

 

[mbanks21]

The turnover rate is no higher than any other call center, probably a little less because working for disney is a lot funner with better benefits than most call centers.

 

[dclfun]

I agree that I'd much prefer a loyalty program than PIN codes which seem to always get screwed up somehow. People don't get a discount code that IS attached to their name, the computers can't keep someone's email "turned on" to accept mailings and offers, and many folks end up frustrated and feeling like they had to work too hard to get a deal or that they aren't sure that they got the best deal to start with. When I asked once about a loyalty program I was told it's the Disney Visa...where one can earn rewards for spending. I had to laugh....I never thought of a credit card and CC debt as "loyalty" to a company where I had been spending vacations several times a year for many years with my family and had paid cash or used a different CC. Oh well. ---Kathy

 

[DznyDreams]

I agree that I'd much prefer a loyalty program than PIN codes which seem to always get screwed up somehow. . . . ---Kathy

I couldn't agree more, Kathy!!!!!

Sorry to go OT, but were you and Skye at WDW in May (last month)? I know there are many service dogs that visit WDW, but Skye looks SO familiar to DD & I. We were there mid May.

 

[mskayjay]

We are booked for a great trip in Aug/Sept for our anniversary. I commented to the CM when I made our ressies how we don't get offers like we used to and please check for codes on our name. Nope! Okay I can live with that. There had been a problem that "somehow" they lost our address/phone/email during computer updating but even though we've been a lot, we had no codes. So they update us yet again (last done less then 2 years ago!) and lo and behold, right after I book I get a code in my email but it is for summer travel ending 8/2. I'm not too upset because our whole trip is free but its still frustrating as all get out on how they do this. I agree with the idea of loyalty points instead. Even if you don't go often, let the user get points they can apply how they want towards whatever they want, similar to how credit card companies do mileage.

And as for the CMs, give them a break. I understand calling over and over but these folks aren't to blame for the problems Disney has allowed to fester. They aren't the top mops making millions in bonuses or anything. They are typical folks just like us trying to make a living and almost everyone I have spoken to has been super helpful and understanding of the need/desire to save a few dollars.

 

[mbanks21]

And as for the CMs, give them a break. I understand calling over and over but these folks aren't to blame for the problems Disney has allowed to fester. They aren't the top mops making millions in bonuses or anything. They are typical folks just like us trying to make a living and almost everyone I have spoken to has been super helpful and understanding of the need/desire to save a few dollars.

Preach it!

 

[dclfun]

I think everyone wants to feel appreciated for giving their business to a company- rewards and "frequent guest" programs abound. I wonder if the data base at WDW is just too large to do anything accurately to account for guest's past visits (and thus is a concern), however something that started on a certain date and would offer a loyalty program beyond that date would at least be a start. It would depend on a lot of IT support. I'd like to have a card that could be swiped upon check-in that would "credit" my nights spent at resorts and add up to points that could be used for future stays. Since all the info would be on a card then no one would have to manually input information or count on accuracy in reporting from guests. Giving loyalty rewards for purchases could stay with the Disney Visa. Hey, a girl can dream.

OT to Diane...I'm not sure it was us that you saw. We just returned from a stay at AKLodge ( May 25-June 1) and were over at Pop from May 4-6th but neither of those dates was really mid-May. I need to tie my lime-greem Mickey head on the back of my chair again. I'd love to meet you -please say hello and if it's not us, I'm sure another guest would feel honored. ---Kathy

 

[spiceycat]

I though the new program - bounceback was to reward their current guests?

 

[eliza61]

Have something booked at a deluxe for summer and I just called to see if there were any "codes" attached to my name...Anyway, called on the
new reservation #, gave info, and they said "Are you shopping..Looks like you've called a few times"...Yea, you're darn right I'm shopping at deluxe rates...If I can get a discount with these economic times, I will call periodically to see about prices, "supposed codes"...

Disney Travel CM"s should be glad people are patronizing their hotels and should gladly look up info...In case they haven't noticed, we are in troubled times and Disney Guests are keeping them employed!

Who wouldn't want a 40% code like some have gotten???

I'll play devils advocate on the side of the phone cm's. Yes, we notice the economic times, most of them don't make enough to patronize the deluxes. Asking if you're shopping around does not infere any thing. Maybe cm was just making ideal chit chat. They have no controls of codes or the economic times, they do not determine who gets a code and who does not. so why are you biting their heads off? As long as she politely and professionally gives you the answers to your questions to the best of his/her ability, what else do you want?

 

[larryz]

I think everyone wants to feel appreciated for giving their business to a company- rewards and "frequent guest" programs abound. I wonder if the data base at WDW is just too large to do anything accurately to account for guest's past visits (and thus is a concern), however something that started on a certain date and would offer a loyalty program beyond that date would at least be a start. It would depend on a lot of IT support. I'd like to have a card that could be swiped upon check-in that would "credit" my nights spent at resorts and add up to points that could be used for future stays. Since all the info would be on a card then no one would have to manually input information or count on accuracy in reporting from guests. Giving loyalty rewards for purchases could stay with the Disney Visa. Hey, a girl can dream.

Good point. Anyone here a member of the Castaway Club? It's a small token, but when you go back for another Disney Cruise, you're recognized as a return customer...almost a "client"...and you get some bennies associated with it.

 

[JennandJaryd]

I fell for you Josh and the situation you described, but until DRC can assure that we're all going to get an email/postcard with the code that so many are only finding out by calling to discover is on their account, the calls are going to keep happening. Disney needs to fix whatever is wrong with their system in that so many aren't getting notified of their PIN codes.

Problem with system: I have two WDW stays and a DCL cruise planned this year and every time I call, they state that the address I give doesn't match. They have an address from when I was in college and they change it every time I call.

They keep saying "Oh, it just needs to be changed in one more place." Then I call again and whatdoyouknow, wrong address...

It is very annoying...

 

[WDW~Lover]

Problem with system: I have two WDW stays and a DCL cruise planned this year and every time I call, they state that the address I give doesn't match. They have an address from when I was in college and they change it every time I call.

They keep saying "Oh, it just needs to be changed in one more place." Then I call again and whatdoyouknow, wrong address...

It is very annoying...

lolol I am laughing because I go through this EVERY TIME with my phone number! and I always start with my name and go straight through with my email address. I also give them 2 different phone numbers. they always start to laugh, gee, you know disney!
I think a lot of problems have started since they have gotten those "Other" out of town call centers. Half the time the CM 's are not current as to what is going on! and when find something off, I ask them where it is I am calling. Oh we are a satellite center for Disney and are NOT in Florida. So I think some of this is the issue also!

 

[rainy~daze]

I had a room only reservation booked for september (after free dining) at CBR...we have been talking about upgrading. I received the june email which talks about free dining, but says the typical call and ask about other dates and lenghts of stays.
So I called: (paraphrased)
me: hi we are booked to come in september and i was wondering if any discounts might be available.
cm: our policy is not to be proactive in giving discounts, you need to have a code when you call if you want it applied to a reservation ...blah blah blah...for like 3 minutes about why she can't look at anything or tell me anything or help me in anyway. (then why do you freakin work there???????????????)
me: no, proactive is me calling and you saying hi mrs X can you come to disney on such and such a date we have a great offer available. me asking a direct question if you have a discount available and getting a direct answer is you being polite and offering good customer service by answering a question.
cm: blah blah blah.....is their anything else i can do for you?
me: i'm sorry, can I get your name one more time?
cm: gives name (fake sounding name, too)
me: yes, you can cancel the reservation i am holding
cm: can i ask why?
me: yes, i am not happy i have been treated so rudely
cm:can i ask you to hold while i cancel that for you?
me:sure

it gets cancelled...i then send an email to guest services documenting the issue and letting them know if their policy is in fact not to tell a caller about available discounts to the public, then it needs to be worded in a different manner. it was very condescending to be treated like that...like we send out codes to people entitled to get them and if you didn't get one then screw you. (not what i wrote in my email, but it sums it up).
i am sure we will rebook, possibly for the upgrade we want, but she was such a ***** i couldn't even help myself.

 

[maxiesmom]

So are you all saying you would rather Disney did away with room codes, and only did a loyalty program? Because I really can't see how doing both codes and a loyalty program would benefit them. It would for sure benefit us, but I don't see it happening.

 

[eliza61]

I had a room only reservation booked for september (after free dining) at CBR...we have been talking about upgrading. I received the june email which talks about free dining, but says the typical call and ask about other dates and lenghts of stays.
So I called: (paraphrased)
me: hi we are booked to come in september and i was wondering if any discounts might be available.
cm: our policy is not to be proactive in giving discounts, you need to have a code when you call if you want it applied to a reservation ...blah blah blah...for like 3 minutes about why she can't look at anything or tell me anything or help me in anyway. (then why do you freakin work there???????????????)
me: no, proactive is me calling and you saying hi mrs X can you come to disney on such and such a date we have a great offer available. me asking a direct question if you have a discount available and getting a direct answer is you being polite and offering good customer service by answering a question.
cm: blah blah blah.....is their anything else i can do for you?
me: i'm sorry, can I get your name one more time?
cm: gives name (fake sounding name, too)
me: yes, you can cancel the reservation i am holding
cm: can i ask why?
me: yes, i am not happy i have been treated so rudely
cm:can i ask you to hold while i cancel that for you?
me:sure

it gets cancelled...i then send an email to guest services documenting the issue and letting them know if their policy is in fact not to tell a caller about available discounts to the public, then it needs to be worded in a different manner. it was very condescending to be treated like that...like we send out codes to people entitled to get them and if you didn't get one then screw you. (not what i wrote in my email, but it sums it up).
i am sure we will rebook, possibly for the upgrade we want, but she was such a ***** i couldn't even help myself.

But I'm not getting the condescension. What did you want cm to say. Disney is the one with the idiotic policy of not giving code information over the phone. She works there because she needs the job but she can't go against company policy. (I was a phone customers service rep, so I know how she feels) She said you need to have the code when you call. How is that not giving you an answer. The only other option I can see is the cm just flat out saying no, there are no codes available.
I think you just didn't like the answer you got, which is totally understandable. Sorry, unless I'm missing the tone of the phone call (which is hard to convey on the net) CM was simply matter of fact, but not rude.